Customer Support Engineer (f/m/d)

About the opportunity

Contentful’s Customer Support Engineers (f/m/d) are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies.

Working directly with developers from our customers, our Customer Support Engineers help some of them with massive scaling and others with getting started on new integrations. Through ticket-based assistance, they identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues. By providing this assistance, and escalating issues when necessary to our Engineering team, our Customer Support Engineers give our customers confidence that their needs are represented and addressed. Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Engineers play a vital role in enabling their success in doing so.

What to expect?

A spirited group from around the globe, we keep things light-hearted while also solving difficult customer situations and creating new internal processes

Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what”

We practice empathy and the art of anticipating customer needs

What do you need to be successful?

Minimum 2 years previous experience with a direct contribution in Support and/or Customer-facing processes and tools like; a ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident response

Experience working with APIs and API-based SaaS integrations

Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)

A good understanding of how web applications and mobile apps are built and work

Confidence with comm